ZTE Cymbal 2 - No Calls In/Out

[Rongzh]

ZTE Cymbal 2 IMEI apparently supports VOLTE as per Public Mobile's link. However, no calls can be made or received. Very unfortunate as this phone was specifically set up for seniors for easy of use (flip phone) and accessibility, as their prior phones were not VOLTE compatiable (S9+). Anyone using ZTE Cymbal 2 and has functionality?

Edit: May 2, 2026 - No response from CSR after 2.5 weeks, ported out to Chatr and ZTE Cymbal 2 works flawlessly with VOLTE as expected. 

[2045589844]

The tech got a hold of me on my wifes phone and thought she had a fix said my phone was switching back to the 3g . Had me try a call-same thing . Then had me check if Volte was turned on on my phone it was. Then said she will call me back she was going to try somethings on her end. Called me back to tell me my phone is not supported at this time with the 4g. I will need another phone and gave me a month credit to my account. She said to use the Telus IME checker she was going to look into whats up with the PM IME checker. Just a bunch of crap.

[Rongzh]

Exactly, my grandpa is in his 90s and does not require any device that is fancy which is why the ZTE Cymbal 2 was a perfect phone. Unacceptable for Public Mobile to say that a phone is compatiable, but is not and have basically ignored any escalation on the topic on my end (no response at all for 2.5 weeks). Hopefully you have better luck with CSR if you stay with PM, I've been very disappointed with the changes for the past couple years. For my 2 senior lines, one of them I bought another phone to stay with PM for now and the other I ported out to Chatr (Roger's subbrand) with the ZTE Cymbal 2. Works flawlessly on VOLTE as expected.

[2045589844]

Alberta Bell

[hTideGnow]

hi @2045589844 

as said before, we think that is a device that will work

And where you got this phone from? from US? or Canada?

[2045589844]

PM CS agent today says my device is compatible with Public Mobile. But they also say they have not received an update from investigation by there tech team. (I think it is my 6th PM CS agent in the past 2 weeks)

[2045589844]

My phone was from Alberta from Bell. The link you sent with photo will not open . Support from PM has passed me on to some other tec. they said I should hear from them in the next 3 days. I am thinking of buying another phone I like the flip phone I am 71 years old I don't need a computer'

,not even a camera but I do expect a phone to get and make calls.

[Rongzh]

Hmm, that's interesting. Maybe your phone isn't compatible then if it was bought elsewhere like internationally? Mine is from Canada, specifically from Public Mobile in the past couple years. See photo of my imei check here (https://imgur.com/a/tuokOeN) 

[2045589844]

Under check if phone is supported with IMEI# mine comes up not compatible on Telus Volte network.  ZTE model Cymbal 2 . On the PM IMEI checker it says it is compatible.

[Rongzh]

The devices are eligible on both Telus and Koodo as per their website. 

Koodo doesn't do an imei check, but lists the device with the first 6 digits. 

https://www.koodomobile.com/en/help/volte-koodo-prepaid?srsltid=AfmBOorO_Z_co3BeS9Q0NocYE1B-sn8PzCSZ... 

Telus does an imei check and it says valid for VOLTE on both of my ZTE Cymbal 2.

https://www.telus.com/en/support/article/how-to-use-volte

[2045589844]

When I go on the Telus IMEi checker it says Volte not capable. When I try Koodo it just goes to Telus checker not capble . Must have black balled the phones Volte (whitelisted I think you are wright)  I asked support to check into this today to find out what the F is going on. Let me know if you hear back from support and find a provider for these phones. Thanks

[Rongzh]

Nothing, haven't heard back from support since asking them to escalate 1.5 weeks ago.. Might ask again and see. I'm positive it's a whitelist issue where Public Mobile isn't allowing the phone to work, but pulled the list of eligible phones from Koodo / Telus. I have 2 lines that used the ZTE Cymbal 2, one of the lines I just bought another phone. 2nd line will probably find a different provider that allows the phone. Kind of curious to test out my theory so might entertain Koodo or at least speak to their reps in person to possibly test. 

[2045589844]

Oh yea you were the guy that recommended I get a Cymbal 2 phone.

[2045589844]

I thought I was on the private meseger. Sorry

[hTideGnow]

hi @2045589844 

it should be a whitelisted phone.  But instead of asking customers, I think this is something you need to ask PM agent and ask them to escalate for the correct answer

Submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[2045589844]

Hi there, I got my new sim card - Still the same thing can not get or make calls. Are phones must of got whitelisted. Any luck finding out anything on yours?

[2045589844]

I did have them check,he said Volte was enabled on there end. I am still waiting for the new sim card from PM . I think my phone calls went out the same time as yours. I will let you know if the new sim card is or is not the fix.

[Rongzh]

Sounds good, keep me updated. I suspect it's a whitelist VOLTE issue. Telus or Koodo probably whitelists it, but Public Mobile does not and they pull the list check from Telus or Koodo.

I communicated with support about this, but have not heard back in a week.. Something worth mentioning to them if you're still in communication with them. 

[2045589844]

It checks out OK

[slusagm]

---

@2045589844 wrote:

I have the same phone and same problem I am in Lockport Manitoba. I have a new sim card coming snail mail. I should have orderd one from Amazon. Support said it may be the problem. I will let you know after I get it.

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@2045589844 

support said the phone sold in Amazon is better?

and you check the IMEI and it does not work on VoLTE here?

https://www.publicmobile.ca/en/get-help/articles/volte

[2045589844]

I have the same phone and same problem I am in Lockport Manitoba. I have a new sim card coming snail mail. I should have orderd one from Amazon. Support said it may be the problem. I will let you know after I get it.

[Rongzh]

Unlikely, I have 2 of these for 2 people and both of them don't work. Both suddenly on the same day.. 

[slusagm]

@Rongzh 

I wonder if it is a faulty device issue.

did you buy it not long ago? still can replace or send back to check?

[Rongzh]

Yes, as noted previously. I'm familiar with the VOLTE process and specifically decided on this phone to transition to because it was compatiable.. See photo proof here (https://imgur.com/a/TmxamMj). Also, would like to point out Public Mobile sold this phone previously, and it was bought from them directly in the past. Just sat in storage until it was needed.

[slusagm]

@Rongzh 

and you checked the checker here?
https://www.publicmobile.ca/en/get-help/articles/volte

if it shows no, then sorry, the VoLTE on the phone does not work with PM network

[Rongzh]

Multiple restarts did not help previously, sim card swaps to test on working phones to eliminate possible sim card issues. Support has been contacted to reset network settings again - this actually fixed the problem initially when phone was being set up the first week of April as 3G service was ending March 31 in Manitoba. It was not working and after network reset on their end, the phone worked.. Then service stopped on Apr. 15 as the 3G service was cut off then despite being VOLTE compatiable as per link.

Trying to escalate further with support, but unlikely to get (meaningful) response. Just curious if others with the phone have VOLTE service, especially in Manitoba.

[GRR]

I bought one for my mom and it works for a few days to a week and then it tries to go to 3g for calls.  She has to restart it and then it stays on lte for calls and works well for another week or so. Not sure why it does that.  My father has an Alcatel go flip which works perfectly all the time and stays on lte all the time for calls.    My mom's phone is only a few months old and has always done this.

Try a restart just to see if calls will go thru on lte!